Robert Salter from Blick Rothenberg highlighted that HMRC's digital services are inadequate, causing significant problems for taxpayers with complex tax affairs.
The recent PAC report emphasized that HMRC's customer services must be well-resourced until their digital platforms suitably meet taxpayer needs.
The ICAEW/CIOT report pointed out that HMRC's webchat systems fail to connect about half the time, with an alarming 21% query resolution rate.
Salter criticized HMRC’s online forms as poorly designed, complicating work for taxpayers and their agents, with only minor improvements noted on specific forms.
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